KYC Team Leader
Role summary
The Account Operations Team Leader is responsible for overseeing the KYC validation process and managing all case handling workflows within the Account Operations team. The role ensures compliance with regulatory requirements, maintains high accuracy standards, and drives timely resolution of all case types — from initial document validation through to account activation and bank submission.
Key responsibilities
- KYC validation & document control
Supervise the full KYC validation process ensuring all customer data is accurate and matches the official ID
Verify document clarity, full name, National ID number, phone number, address, signature, and data completeness
Approve valid cases and escalate invalid cases with clear documented reasons
Ensure correct document upload to the system and validate NID expiry against I-Score records
- Re-sign case management
Identify and manage re-sign cases resulting from incorrect phone numbers, missing signatures, wrong addresses, unclear documents, or data amendments
Coordinate with Customer Care and Logistics to notify customers, arrange corrections, and follow up until case closure
Track re-sign cases and work to reduce recurrence through root cause analysis
- Account suspension & unsuspension
Initiate account suspension for: terminated customers, resignations, broken/expired/outdated NIDs, re-sign refusals, missing evidence, late delivery (30-day rule), and address changes
Coordinate with Customer Success and Customer Care on suspension escalations
Process unsuspension promptly once the issue is fully resolved and confirm account reactivation
- Pending upload & missing evidence cases
Detect and log cases with missing or incomplete customer documents on a daily basis
Coordinate with Customer Care to contact customers and collect required documents
Verify document quality before uploading and confirm case closure after successful upload
- Invalid, broken & expired NID management
Enforce the policy that no card is delivered or account activated using a broken, expired, or outdated NID
Identify NID issues through I-Score verification and coordinate with customers to collect valid updated IDs
Upload the renewed NID, update customer records, and submit to the bank only after full compliance is confirmed
- Account life cycle (ALC) management
Manage cases where customers are transferred between companies, ensuring KYC records are updated with the new company's information
Handle all ALC case types: existing card holders, cards at logistics, and new card cases
Coordinate with Onboarding, Customer Success, Logistics, and the Bank to process renewals accurately
- Bank rejection handling
Receive, review, and categorise weekly bank rejection cases
Report categorised rejections to the direct manager and resubmit all corrected cases within one week
Provide feedback to Delivery Officers on rejection reasons to prevent recurrence
Qualifications & requirements
Education
Bachelor's degree in Business Administration, Finance, Banking, or a related field
Experience
Minimum 3–5 years of experience in KYC, account operations, or a related banking/fintech environment
At least 1–2 years in a team leadership or supervisory role
Experience with bank submission processes and regulatory compliance
Familiarity with I-Score systems and NID validation is a strong advantage
Strong familiarity with Central Bank compliance regulations
Strong familiarity with Central Bank of Egypt (CBE) regulatory requirements, AML/CFT obligations, customer due diligence (CDD), enhanced due diligence (EDD), sanctions screening, politically exposed persons (PEP) requirements, and KYC onboarding controls, with the ability to translate regulatory requirements into effective operational processes and controls
Skills & competencies
Strong attention to detail and accuracy in document review and data verification
Ability to manage multiple workflows and prioritise effectively under pressure
Clear communicator with strong cross-team coordination skills
Proficiency in MS Office, particularly Excel for case tracking
Analytical mindset with a proactive approach to error prevention
Customer-focused with a drive to resolve issues quickly and correctly
Key performance indicators (KPIs)
Data & compliance monitoring: Monitor and reduce system validation error rates to ensure high data integrity across all digital inputs
Banking operations management: Review failed bank transfers and ensure a 100% resubmission/resolution rate within a strict one-week SLA
Account & backlog resolution: Investigate and resolve account suspensions and pending upload cases within agreed timelines, maintaining a zero aged-case backlog
Identity verification (KYC): Enforce strict National ID (NID) compliance, ensuring zero accounts or physical cards are issued with invalid, broken, or expired identification
Trend & pattern analysis: Track operational accuracy patterns to identify recurring errors, optimize workflows, and maintain continuous improvement in system re-sign rates
Risk & AML escalation: Analyze complex cases for potential Anti-Money Laundering (AML) risks and collaborate with specialized task force groups for rapid resolution
Benefits
Why join dopay?
Be part of a mission-driven company transforming payroll and financial inclusion in emerging markets
A collaborative and inclusive work culture with opportunities for growth and career development
Competitive salary and benefits package
Opportunity to shape the future of financial technology in Egypt and beyond
Join us at dopay and be a part of a team that’s transforming the financial landscape for the betterment of society in Egypt and beyond